If you’re not customer-centric, you’re out of business

It seems brokers these days have been debating how to focus their business.  I’ve heard three options debated – being agent-centric, broker-centric or customer-centric.

It’s one thing if a broker decides they want to prioritize the brokerage over the agents that represent their listings.  But I don’t understand how a successful brokerage – or any business for that matter – can not be customer-centric and still be in business.

At the end of the day, it’s all about the customer.  They own the homes, they choose which agents, brokerages and brands they trust with their biggest investment.  Successful service with a customer and their buying/selling transaction can mean repeat transactions, referrals and significant positive buzz for the business.

It’s one thing to make a strategic decision if your operational strategy will prioritize agent success & satisfaction, or prioritize brokerage priorities and profitability.  But the customer is always number one.

What do you think?  Does your brokerage prioritize the agent over the brokerage, or visa versa?  And do you think your business prioritizes the customer in a way that accelerates new business, market share and success for both the agent and broker?